Insurance Operations Lead - Hybrid, SLA & Claims Support

Accenture; Muntinlupa; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

Accenture is seeking an Insurance Operations Senior Analyst in a hybrid setup to lead a team of 15–20, oversee daily reporting, and drive performance against SLAs. The role involves process compliance, customer issue resolution, root-cause analysis, and coaching for continuous improvement, with a focus on claims handling and operational excellence.

Ideal candidates have 3+ years in service delivery, at least 1 year in supervision, and a background in insurance and claims.

Qualifications

• 3+ years of relevant work experience in Service Delivery.
• At least 1 year of supervisory experience.
• Preferably with background in insurance and claims.

Responsibilities

• Team Leadership: Supervise and manage a team of 15-20 members, fostering a collaborative and high-performance work environment.
• Reporting & Analytics: Prepare and update daily service delivery reports and account-specific performance summaries.
• Performance Management: Ensure achievement of service level agreements (SLAs) and key operational metrics, including customer and key stakeholder measures.
• Process Compliance: Oversee adherence to standard operating procedures and ensure compliance with relevant country-specific and regulatory requirements.
• Customer Experience: Review and address customer complaints, identify root causes within operational control, and implement corrective action plans.
• Issue Resolution: Respond to process escalations, conduct root cause analysis, and develop both corrective and preventive action strategies.
• Individual Performance Monitoring: Track and ensure individual team member performance in terms of productivity, quality, and schedule adherence.
• Operational Support: Provide direct assistance to claims adjusters in handling and resolving claims efficiently.
• Coaching & Development: Conduct regular one-on-one coaching sessions to support continuous improvement and professional growth.
• Performance Improvement: Develop and implement performance improvement plans for team members not meeting expectations.
• Project Involvement: Participate in business transformation initiatives and support migration projects.

Skills

Team Leadership

Service Delivery

Supervisory Experience

Insurance/Claims background

Job description

Accenture is seeking an Insurance Operations Senior Analyst in a hybrid setup to lead a team of 15–20, oversee daily reporting, and drive performance against SLAs. The role involves process compliance, customer issue resolution, root-cause analysis, and coaching for continuous improvement, with a focus on claims handling and operational excellence.

Ideal candidates have 3+ years in service delivery, at least 1 year in supervision, and a background in insurance and claims.